PROPEL FAQ’s

SYNCING

Q: My drone is not syncing with the controller!

A: There are a number of factors that might be affecting your drone’s capability to sync with the
controller. Kindly follow the bullet points below:

 Are there any other devices in the area which uses 2.4Ghz frequency as well?
o Check if there are other devices using the same frequency as the drone. It may
cause interference, thus rendering the drone unable to sync.
 Have you fully-charged the drone/drone’s battery before attempting to sync?
o If the drone’s battery doesn’t have enough charge, it may affect syncing as well.
 Is there a mismatch between the drone and the controller’s FCC ID’s?
o Check both the drone’s and the controller’s FCC ID’s (usually starts with PL or VL).
If there is a mismatch between the two (especially the numbers), it might be
causing the issue.
 Have you done the correct step-by-step procedure on how to sync the drone to the
controller?
o The USER MANUAL that comes with the drone kit should have the complete step-
by-step procedure from setting up your drone to flying it. Kindly refer to the USER
MANUAL before attempting to fly the drone.
 Did you attempt the syncing process within 5 seconds from powering on the drone?
o If you missed the 5-second window for syncing, kindly restart the process again.
 Have you swapped out the controller’s batteries to fresh one’s?
o Nearly drained-out batteries may affect the syncing process. Try to swap the
batteries out for fresh ones, and make sure they’re rated at 1.5v.
 If the troubleshooting steps above didn’t help with the syncing issue, kindly contact our
customer service at <>

Q: My drone drops mid-flight!

A: There are a couple of possible reasons why your drone is dropping mid-flight. Kindly follow the
bullet points below:

 Have you fully-charged the drone/drone’s battery before attempting to sync?

o If the drone’s battery doesn’t have enough charge, it may affect syncing as well.
 Have you swapped out the controller’s batteries to fresh one’s?
 o Nearly drained-out batteries may affect the syncing process. Try to swap the
batteries out for fresh ones, and make sure they’re rated at 1.5v.
 How far did you fly the drone away from you?
o The range of flight might affect your drone’s connection with your controller.
Kindly refer to the USER MANUAL for the drone’s specific flight range.
 If the troubleshooting steps above didn’t help with the syncing issue, kindly contact our
customer service at <>

SPASTIC/UNSTABLE FLIGHT

Q: The drone is having an unstable flight!

A: Kindly refer to the bullet points below for the factors that may be affecting your drone’s flight
capability:

 Have you calibrated the drone on a flat surface?

o When calibrating the drone, make sure that you do it on a flat surface. Kindly
refer to the USER MANUAL for the correct calibration process.
 Have you placed the propellers on their proper places?
o The propellers should have an embossed letter on each of them, which may either
be A or B. This should match the motors’ letters as well. Kindly refer to the USER
MANUAL for the correct propeller placement.
 Is there an obvious damage to the propellers?
o If the propellers are obviously bent/broken, it will affect the drone’s flight
capabilities.
 Have you done the trimming process on the drone correctly?
o If you haven’t trimmed the drone yet, kindly refer to the USER MANUAL for the
correct trimming process.
 Are there any foreign objects obstructing the drone’s propellers/propeller shafts?
o If there are any obstructions on the drone’s machines/propellers, it might affect
the propeller speed, thus directly affected flight capabilities.
 If the troubleshooting steps above didn’t help with the flight issue, kindly contact our
customer service at <>
 APP ISSUE

Q: I can’t find my drone’s Wi-Fi access point on my device!

A: There might be a couple of reasons why your device is not able to detect the Wi-Fi access point
of the drone. Kindly refer to the bullet points below:

 Are there any blinking lights on the drone’s camera?

o Kindly refer to the USER MANUAL with regards to the specific behavior of the
drone’s camera when it’s trying to broadcast the Wi-Fi access point.
o If there aren’t any lights on the drone’s camera, try to remove the camera (if
possible) and re-attach it again. Make sure that the camera’s lens is pointing to
the same direction as the drone’s front.
 Do you have a lot of Wi-Fi access points stored on your device’s memory?
o If you have a lot of Wi-Fi access points saved on your device, it might cause the
drone’s Wi-Fi to not show up on the list of access points. Kindly clear some/all of
your access points to give way for the drone’s.
 Have you tried looking for the drone’s Wi-Fi access point using another device?
o Kindly check if the drone’s Wi-Fi access point appears on another device. Kindly
refer to the USER MANUAL for the app’s system requirements as well to make
sure your device meets them.
 Have you tried restarting your device/drone?
o Most of the time, issues with Wi-Fi connectivity/app issues are solved with a
power cycle. Kindly restart both the drone and your device and re-do the correct
Wi-Fi connection process as per the drone’s USER MANUAL.
 If the troubleshooting steps above didn’t help with the app issue, kindly contact our
customer service at <>

Q: I don’t know which app to download for my drone!

A: The correct application to download for your drone should be present on the USER MANUAL.
Kindly refer to the drone’s USER MANUAL for this information. If you’re not able to find the app
despite searching for it as per the USER MANUAL, kindly contact customer service at <>

Q: I can’t see the photos/videos taken on my device!

A: Kindly confirm the following:

 Please make sure that you have connected to the drone’s Wi-Fi access point and
downloaded the correct app for it.
 Check if your device’s memory is full.
 o If your device’s memory is full, you won’t be able to save media from the drone.
Kindly clear up some space on your device memory for the drone’s media.
 Have you viewed the photos/videos on the application first?
o If you haven’t done so, kindly view the media on the app first. Press the
“Playback” Button on the app to view the media.
 If the troubleshooting steps above didn’t help with the app issue, kindly contact our
customer service at <>

Q: The app keeps crashing/showing a black screen!

A: If the app is crashing/showing a black screen upon launching, it may be encountering some
device issues:

 Have you tried to restart your device?

o Most of the time, restarting the device will clear up the app launching issues.
 Have you tried re-installing the app?
o If restarting your device doesn’t help with the issue, kindly uninstall/re-install the
app on your device.
 Have you tried using another device for the app?
o Kindly see if you’re able to download and use the app on another device. Refer to
the drone’s USER MANUAL for the system requirements of the app to make sure
your device meets them.
 If the troubleshooting steps above didn’t help with the app issue, kindly contact our
customer service at <>

Q: I’m having issues with my STAR WARS DRONE APP!

A: Our STAR WARS BATTLE DRONES can be connected to the same app, and so the process are all
the same between them. Kindly refer to the bullet points below:

 Have you downloaded the correct application?

o The correct application for STAR WARS BATTLE DRONES is named “PROPEL STAR
WARS BATTLE DRONES”, which can be found in the Google Playstore and the
Apple App Store.
 Is your device properly configured for device/app connection?
o Ensure that Wi-Fi, Bluetooth and GPS/Location Services are all enabled on your
device before opening the application.
 Have you connected the controller to the device?
o Make sure to turn off the remote before opening the application. Follow the steps
given by the app for controller/app connection.
o The steps will be shown after selecting any training/game mode.
 Is the app asking for a Bluetooth Pairing Pass/PIN Code?
 o If the app is asking for a code, turn off the remote and follow the steps provided
by the app after selecting any training/game mode.
 Have you tried to restart your device?
o Most of the time, restarting the device will clear up the app launching issues.
 Have you tried re-installing the app?
o If restarting your device doesn’t help with the issue, kindly uninstall/re-install the
app on your device.
 Have you tried using another device for the app?
o Kindly see if you’re able to download and use the app on another device. Refer to
the drone’s USER MANUAL for the system requirements of the app to make sure
your device meets them.
 If the troubleshooting steps above didn’t help with the app issue, kindly contact our
customer service at <>

ORDERING PARTS

Q: How do I order parts for my drone?

A: Kindly follow the bullet points below for ordering parts for your drone:

 Identify your drone.

o You will need to identify your drone to make sure you’ll be receiving the correct
parts for it. Kindly refer to the drone’s USER MANUAL for the model
name/number of your drone.
 Go to the PARTS STORE instead of SHOP DRONES if you’re looking for individual parts or
accessories.
 You may search for your drone using the PARTS STORE. Afterwards, you may also search
for the specific part that you need.
o Kindly refer to the USER MANUAL for the specific name of the part that you need.
 Make sure you select the correct region for shipping (USA, CANADA, UK, or EU)
 If the part is SOLD OUT, kindly wait for 2-3 weeks for us to replenish the stocks.
o You may contact customer service at <> to get more information about the
specific part you need.
 WARRANTY QUESTIONS

Q: I don’t know if my drone is eligible for warranty claim!

A: Before you proceed with contacting customer service for claiming warranty for your drone,
kindly follow the bullet points below for a faster transaction with us:

 Did you buy the product from one of our partner retailers?
o In order for us to help you with your warranty claim, it’s a pre-requisite that the
purchase was done on one of our partner retailers.
o If this is the not the case, kindly refer to the store where you bought the product
from for a warranty claim.
 Is the product still within 90 days from when it was purchased?
o Our standard warranty only covers the first 90 days from when the product was
purchased.
 Have you received the product as a gift?
o If received as a gift, the day it was received will be considered as the purchase
date, following the 90-day standard warranty.

Q: What do I need to provide for a warranty claim?

A: After making sure that your product is eligible for warranty claim, kindly be ready with the
following information:

 The FCC ID of your drone

o This can be found either on the drone’s box or printed on the drone’s body itself.
It can also be found printed on the drone’s controller.
 The specific issue of the drone
o Kindly take note of the specific issue of the drone and provide details on
what/when/where/how it happened.
 A photo of the purchase receipt
o If possible, kindly be ready for a photo of the drone’s purchase receipt for us to
verify its warranty eligibility.
 A video demonstrating the drone’s issue
o Take a video of the drone’s issue so customer service will have a better
understanding on what needs to be done to resolve the warranty claim.
 Your shipping details and phone number
o Providing us your shipping details and phone number will make us ready for a
replacement order once needed.
 For more information about what you need before a warranty claim, kindly contact our
customer service at <>
Q: My drone flew away! I need a replacement!

A: Fly-away drone incidents are not covered by our standard warranty. You may contact our
customer service at <> for more information regarding this.

NOT TAKING OFF / FLIPPING OVER

Q: The drone is not taking off/flipping over!

A: There might be a couple of reasons why your drone is not flying as usual. Kindly refer to the
bullet points below:

 Have you placed the drone’s propellers on their proper placements?

o Each propeller will have a letter embossed on it that matches the motors of the
drone. Kindly refer to the drone’s USER MANUAL for the correct placement of
propellers.
 Have you done the proper procedure on how to fly your drone?
o The drone’s USER MANUAL will have the complete step-by-step procedure from
setting up your drone to flying it. Kindly refer to the USER MANUAL if you think
you may have missed a step.
 Are there any foreign objects obstructing the drone’s propellers/propeller shafts?
o If there are any obstructions on the drone’s machines/propellers, it might affect
the propeller speed, thus directly affected flight capabilities.
 Is there an obvious damage to the propellers?
o If the propellers are obviously bent/broken, it will affect the drone’s flight
capabilities.
 If the troubleshooting steps above didn’t help with the flight issue, kindly contact our
customer service at <>

REMOTE CONTROL MALFUNCTION

Q: My drone isn’t following my controller’s commands!

A: If the drone is powering on properly but is not following your commands properly/completely,
there might be something wrong with the controller. Kindly refer to the bullet points below:
  Have you inserted fresh batteries on your controller?
o If you haven’t changed batteries on your controller, kindly do so and make sure
they’re rated at 1.5v.
 Have you synced the drone and the controller properly?
o Before the drone follows your command, it needs to be synced to the controller
properly. Kindly refer to the drone’s USER MANUAL for the complete step-by-step
procedure on how to sync your drone to your controller.
 Have you fully-charged your drone?
o Moving away from controller issues – if you haven’t fully-charged the drone, it
may affect its flight capability. Kindly charge the drone as per the USER MANUAL.
 If the troubleshooting steps above didn’t help with the controller issue, kindly contact our
customer service at <>

CHARGING/POWER ISSUE

Q: My drone is not powering on/charging!

A: The drone not powering on may not only be about its battery. Kindly refer to the bullet points
below:

 Have you fully-charged the drone/drone’s battery?

o If the drone’s battery doesn’t have enough charge, it may not power on. Kindly
refer to the drone’s USER MANUAL for the proper charging times/information.
 Is the battery working at all?
o Normally, our drones’ batteries come with a factory charge out-of-the-box. Using
the factory charge, you will be able to power on the drone and fly it for some
time.
 Is the charger/charging box/charging cable doing what it’s supposed to do while/after
charging?
o Observe the charging indicator LED light. Kindly refer to the drone’s USER
MANUAL for the proper behavior of the LED while/after charging.
 Have you tried charging using a wall adapter?
o If the charger doesn’t work on a computer USB port, try charging using a wall
adapter.
 Have you turned off the drone before charging?
o If your drone comes with internal batteries, make sure to turn off the drone
before attempting to charge.
 If the troubleshooting steps above didn’t help with the power/charging issue, kindly
contact our customer service at <>
 MOTOR ISSUES

Q: The propellers are not spinning!

A: There may be a couple of factors on why your drone’s propellers are not spinning. Kindly refer
to the bullet points below:

 Have you synced the drone and the controller properly?

o Without syncing the drone and the controller, the drone motors won’t spin.
Kindly refer to the drone’s USER MANUAL for the proper procedure on how to
sync the drone to the controller.
 Have you fully-charged the drone?
o If the drone isn’t charged enough, its lights will keep blinking even after syncing,
thus the motors not being able to spin. Kindly charge the drone as the USER
MANUAL’s instructions.
 Are there any foreign objects obstructing the drone’s propellers/propeller shafts?
o If there are any obstructions on the drone’s machines/propellers, it might affect
the propeller speed, thus directly affected flight capabilities.
 Have you swapped out the controller’s batteries to fresh one’s?
o Nearly drained-out batteries may affect the syncing process. Try to swap the
batteries out for fresh ones, and make sure they’re rated at 1.5v.
 Have you tried auto-starting the drone?
o Kindly refer to the drone’s USER MANUAL for auto-starting the drone’s motors.
 Have you inserted the propellers correctly?
o Ensure that the propellers are not loose. Re-seat the propellers, and/or change
to a new set if needed.
 If the troubleshooting steps above didn’t help with the motor issues, kindly contact our
customer service at <>

CAMERA ISSUES

Q: I can’t take photos/videos on my drone’s camera!

 A: There are a number of factors that might be affecting your drone camera’s capability to shoot
media. Kindly refer to the bullet points below:

 Have you synced the drone to the controller properly?

o If this is not the case, kindly refer to the drone’s USER MANUAL for the step-by-
step procedure on how to sync your drone to the controller.
 Is the SD Card you’re trying to use on the drone camera larger than 16GB?
o Our drones’ cameras only support up to 16GB of storage capacity. If this is not
the case, kindly use an SD card with a lower capacity.
 Have you formatted the SD Card before use?
o Before inserting the SD card to the drone’s camera, kindly format it on a
computer. Make sure to pick FAT32 as its file system.
 What’s the behavior of the camera lights?
o After inserting the drone’s batteries, observe the LED light on the camera. Kindly
refer to the drone’s USER MANUAL on the correct behavior of the LED lights on
the camera.
o If possible, try to remove the camera (if possible) and re-attach it again. Make
sure that the camera’s lens is pointing to the same direction as the drone’s front.
 If the troubleshooting steps above didn’t help with the camera issues, kindly contact our
customer service at <>

OTHERS

Q: I have technical concern about by drone. How do I get help?

A: You may contact our customer service at <>. In order to get the best help as possible via our
customer service channels, kindly prepare the following:

 The FCC ID of your drone

o This can be found either on the drone’s box or printed on the drone’s body itself.
It can also be found printed on the drone’s controller.
 The specific issue of the drone
o Kindly take note of the specific issue of the drone and provide details on
what/when/where/how it happened.
 A photo of the purchase receipt
o If possible, kindly be ready for a photo of the drone’s purchase receipt for us to
verify its warranty eligibility.
 A video demonstrating the drone’s issue
o Take a video of the drone’s issue so customer service will have a better
understanding on what needs to be done to resolve the issue.
  Your shipping details and phone number
o Providing us your shipping details and phone number will make us ready for a
replacement order once needed.

Q: My order hasn’t been delivered yet!

A: The normal timeframe for order fulfillments is 7-10 business days from the order creation. If
this wasn’t followed, you may contact our customer service at <> for more information. Kindly
prepare the following information for a faster transaction:

 The ORDER NUMBER

o An order number will be sent to you the moment that an order was created for
you. It is usually sent via email.
 The email address, shipping details and phone number used in the order
o This information is provided before creating an order, thus helping our customer
service with finding your order, if it’s not possible with the order number.
 The item you’re expecting
o Knowing the item you’re expecting will help us determine what may have caused
the delays on your order as well.

Q: The parts I need are sold out!

A: If the part is SOLD OUT, kindly wait for 2-3 weeks for us to replenish the stocks. You may contact
customer service at <> to get more information about the specific part you need.